Elvie Reviews 11,795

Customer Service is fabulous! They stand behind their products

I recently reached out to customer service support and they where quick to respond and get my issue resolved that same day. I needed a replacement product and it arrived within 1-3 business days, making it easy to stay on track with pumping on the go. Great customer service and always friendly.

Replacement parts for the Elvie Stride have not been available since at least last August in the UK, with no indication of if or when they will ever be restocked. After giving me the run around with terrible WhatsApp customer service Elvie did eventually escalate my complaint and sent me a new Elvie Stride. However the valves, diaphragms and cups are supposed to be replaced every ninety days so in three months I am going to have exactly the same problem. I didn't need, want or ask for a replacement pump, just to be able to buy replacement parts for the one I had already paid Elvie a lot of money for. I assume the Elvie Stride pumps are now basically unsalable which is why they are sending the remaining inventory out free to try and shut up customers who aren't happy that their expensive medical device is unusable after three months.

Excellent service.
I reported a technical issue and received quick feedback, even though it was the end-of-year holiday period. Together we went through several troubleshooting steps to try to get the device working again, but unfortunately without success. However, a replacement was immediately arranged.
This is how customer service should be — simple, fast, and effective.

Customer service rep was great and extremely helpful

Warm service, quick and efficient help.

Amazing customer service. Prompt answer and solution also during bank days.

I invested in two Elvie pumps as I thought they would be the best on the market due to their higher price. However I’m not impressed as I’ve had constant issues and constantly speaking to their customer services to resolve the issue. The suction stopped working on one within a month so all the parts had to be replaced. The Bluetooth of the devices is poor and constantly disconnects. I find the milk always leaks out of the pump too. I was shocked to read how often you need to replace all the parts considering how expensive it already is. I wouldn’t recommend this brand.

Great customer service. The reps solved the issues and made it very simple and stress free.

I had an issue with one of the parts of the breastpump and used the whatsapp app to get it sorted. The customer support was very fast and help me in less than one day. Great support! Thank you, Elvie.

My Elvie Stride breast pump broke after only a few months of use. The faulty part (tubes) made the entire device completely unusable.

The retailer had granted a 24-month warranty for the whole product without any separation between components. The retailer forced me to deal directly with Elvie regarding warranty issues, as Elvie had instructed them to do so. However, Elvie claimed that only the hub has a 24-month warranty and that all other parts are covered for just 90 days, which directly contradicts the warranty granted by the retailer. Initially, Elvie instructed me to purchase the replacement part myself, even though the product was clearly still under warranty according to the sale agreement, which I was made with the retailer. In addition to the fact that I was required to buy a new spare part myself because the 90 days had passed, the problem was that the spare part was not available anywhere, and even Elvie itself could not provide any estimated restock date.

Later, when I started claiming my rights under the consumer protection law, Elvie agreed to replace the part under warranty but again stated it was out of stock with no delivery estimate. Since a breast pump is an essential product for feeding a baby, waiting weeks in uncertainty was not an option. The malfunction caused me health complications (including mastitis), and I was forced to urgently purchase an expensive replacement pump from another manufacturer.

The case only started moving forward after I informed Elvie that I would contact the consumer protection authority and explained the health impact caused by the faulty device. Only then did Elvie agree to send a full replacement device as a “gesture of goodwill.”

The entire process took several weeks, required dozens of emails, and demanded a strong understanding of consumer rights. Despite public responses suggesting smooth customer service, my real experience was the opposite: progress only happened after persistent pressure, legal references, and escalation.

My advice:
– If you already own an Elvie product, know your consumer rights and insist on them firmly
– If you are considering buying this product, seriously reconsider whether you are prepared for a long and stressful warranty process

For a product as critical as a breast pump, reliability, spare part availability, and fast resolution are essential. In this case, they were not met.

***

Response to Elvie / For clarity to other readers:

I ultimately received a full replacement product from Elvie, not because of Elvie’s warranty policy, but because I invoked my statutory consumer rights.

I stated that I consider the product to have a type defect, as an essential component of this expensive device failed after only four months of use. Without a functioning connection kit (tubing), the pump completely loses its intended purpose and becomes unusable. Under consumer protection law in my country, the seller is responsible for providing a replacement or a refund when a defect cannot be resolved within a reasonable time.

It is also important to note that my purchase contract was made with the retailer, who granted a 24-month warranty for the entire product. I do not have a sales contract with Elvie, and therefore Elvie’s internal warranty policy (90 days for certain parts) cannot override the warranty granted by the seller.

The matter only progressed after I explicitly relied on consumer protection law and escalated the issue. This is relevant information for other customers facing similar situations.

***

I also went through the issue with the original seller and the consumer authority, and with the help of a consumer advisor I also received a monetary refund for the product, because the product defect could not be repaired within a reasonable time and the 24-month warranty was still valid.

It took a month to receive a full product refund from Elvie and two months to receive a monetary refund from the original seller, so I really recommend avoiding buying Elvie products. The whole process was very exhausting when dealing with two companies that don't care one bit about corporate responsibility or know (or care) anything about consumer rights.

I initially received the incorrect replacement part despite providing pictures and being verbally clear regarding what my concern was with the pump. Despite this, I did receive the correct replacement part a few days later.

Awful customer service avoid this company.

Super smooth and efficient.
I was missing a piece of the elvie and I just filled in a form giving my address in the description of the issue, and automatically received a confirmation that the piece was being send to my address a couple of days afterwards. No back and forth nor cost on my behalf.

Replacement was so quick. I got new Pump without distruption on my pumping.

Customer service skills were amazing but the system only allowed her to send a replacement charger when I clearly needed a battery or hub replacement so my issue has not been resolved.

I needed support from the Elvie team. Everyone I interacted with was super responsive, helpful, and friendly!

Top service

portable pumps aren't as effective as ones you plug into so my expectation was low. It does okay and is quiet like they say it will be. I pump about 50% as I do with my spectra

Very responsive team. The issues have been reported and the support was excellent. Nevertheless the quality of the Elvie pump seems a bit weak even thought the product is an excellent help for mums. I have changed 2 times the Elvie pump within 6 months. Likely it was under a warranty.